Monica M. Rodriguez
Olathe
Summary
Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
25
25
years of professional experience
Work History
Team lead, Loan Modification
Mortgage Connect
Santa Ana
12.2019 - Current
- Training all Customer Service Tasks
- Pulling Doc's/Info from Client Site's
- All Grading Reports for all clients for manual and automation
- Multiple types of Status Reports for all clients (internal and external)
- Processing MMP's
- Client Request Queue within company system
- Email Task Queue within company system
- Manage email inboxes, taking the appropriate action with each email including but not limited to documenting the order file, responding, or escalating as appropriate.
- Learn how to perform title review on loan modification and Deed In Lieu title to better assist clients
- Answer inbound and/or make outbound phone calls in a phone queue environment
- Fully document customer interactions in system(s) of record, as required
- Ability to read a title report and research title issues
- Provide exemplary customer experience to clients
- Queue management and follow up
- Adhere to schedule requirements
- Provide accurate review of Loss Mitigation Title Services products
- Openly receive frequent coaching from Team Supervisor
- Meet or exceed all required performance metrics
Foreclosure Analyst / Post Sale / New Orders
Northwest Trustee Services
Santa Ana
06.2011 - 05.2014
- Handled multifaceted tasks (e.g., data entry, filing, post sale document intake management, and opened new orders) as the Foreclosure assistant. Quickly became a trusted assistant known for "can-do" attitude, flexibility and high-quality work.
- Responsible for Post sale documents. The post sale department was 3 months behind on their documents and had over 400 emails that needed to be answered. Within one month we were able to get back on track and have a 15 day turn around for most of the clients.
- Handled 3 daily work lists for documents to be sent out or delayed.
- Dealt directly with the clients on a daily basis for documents needed.
- Dealt with the vendors on processing the documents and receiving the recorded confirmation
- Supplied third party vendors (REO, Escrow) with the documents requested.
- Was in charge of opening new orders for four of our clients and requesting first legal information from title.
Title Assistant
First American Title
Santa Ana
06.2006 - 06.2011
- Started with the company with no real experience in the title industry and excelled due to learning quickly and great teamwork.
- Responsible for abstracting and auditing documents from the client to be sent to the county recorder.
- Assisting the Title Officer with projects such as managing spreadsheets and responding to emails.
- Took incoming calls from clients, borrowers, and outside vendors.
- Dealt with the client one on one to improve processes.
Accounts Receivables, Lead
The Minka Group
Corona
12.2000 - 06.2006
- Responsible for the floor when the Manager and Supervisor were unavailable.
- 15 collection calls a day / Processing and applying credit cards
- Research and apply cash to each account and process the unauthorized deductions
- Started with the company as the receptionist handling multiple phone lines, UPS and FedEx deliveries, dispersing the daily mail and preparing invoices to be mailed.
- Within 6 months was promoted to Return Goods Authorization (RGA), processing 50 to 75 requests a day for defective merchandise.
- Entered all credits and debits into the system to get invoiced out to customers.
- December of 2001, I received a bonus of $500 awarded for unused sick time due to perfect attendance.
Skills
- Customer Service
- Most FCL systems
- All Microsoft Programs
- Industry Knowledge
- Accounting Interpersonal Skills
- Teamwork
- Executive Support
- Client communication
- Queue management
- Document auditing
- Title review
- Performance metrics
- Customer relationship management
- Data entry accuracy
- Process improvement
- Cross-functional collaboration
- Effective reporting
- Problem solving
- Team leadership
- Time management
- Attention to detail
- Training development
- Performance improvement
- Employee training
- Relationship building
- Conflict resolution
- Verbal and written communication
- Mentoring
- Problem-solving
Languages
Spanish
Timeline
Team lead, Loan Modification
Mortgage Connect
12.2019 - Current
Foreclosure Analyst / Post Sale / New Orders
Northwest Trustee Services
06.2011 - 05.2014
Title Assistant
First American Title
06.2006 - 06.2011
Accounts Receivables, Lead
The Minka Group
12.2000 - 06.2006